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Emotions, store-environmental cues, store-choice criteria, and marketing outcomes

Walsh, G. and Shiu, E. and Hassan, L. M. and Michaelidou, N. and Beatty, S. E. (2011) Emotions, store-environmental cues, store-choice criteria, and marketing outcomes. Journal of Business Research, 64 (7). pp. 737-744. ISSN 0148-2963

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Abstract

This study integrates extant research relating to store-related cognitions, customer emotions (arousal and pleasure), satisfaction, and loyalty into one framework. The researchers administer a survey to 274 customers in four coffee shops of a major chain. Using these data, the researchers test the hypotheses and model with structural equation modelling. The findings suggest that (a) store-related cognitions differentially affect emotions and customer outcomes (satisfaction and loyalty) and (b) the two emotions of arousal and pleasure differentially mediate the relationships between store-related cognitions and customer outcomes.